Methods and apparatus for controlling the rules of engagement between a telecommunication carrier and a customer whose network is managed by the telecommunication carrier are provided. A computer system interviews a customer by determining a set of specific questions tailored to the customer's needs, the set of specific questions based on previously stored customer information. Answers to the asked questions are stored as an entry in a master user profile. The master user profile defines the rules of engagement of how the telecommunication carrier shall operate on behalf of the customer on each subsequent transaction without the need of the customer's direct involvement on each element of the transaction. The entry has an associated event and a corresponding action to perform in response to the occurrence of the associated event. Upon receipt of an event occurrence, the corresponding action which includes interoperating with existing telecommunication carrier systems is performed.